Delivery & Returns
UK Delivery
All deliveries will be made to the kerbside at the nearest entrance of the delivery address, unless otherwise arranged. Our delivery service is a one-person operation, providing kerbside drop-off only. It is essential for at least one able-bodied person to be present at the time of delivery to assist the driver with unloading the vehicle and carrying the product into a ground-floor room, if accessible. Please note that IDSurfaces is not responsible for any additional lifting or carrying of the goods beyond the initial drop-off.
For more information on our delivery processes, please read our Terms and Conditions of Sale
Collection
You can opt to collect your order when you checkout online. Simply select your local store before completing your order. You will be notified once your goods are ready to collect.
Ordered goods will be kept at your selected branch for up to 14 days. If not collected within this timeframe, the goods will be released back to IDSurfaces. A storage charge may be payable before goods are released.
For more information on collecting your order, please read our Terms and Conditions of Sale
Consumer Returns Policy
YOUR CANCELLATION RIGHTS OF THE CONTRACT AND RETURN OF THE GOODS
If you have ordered Goods on our website or over the phone, your right to cancel the contract starts from the date your order has been accepted, when we either email you to accept your order or we deliver the Goods to you or when you collect the Goods, which is the date the contract between us is formed. You will need to notify us of your cancellation and return the Goods to us within 30 days of receiving them. During this period, you may cancel your order and receive a full refund provided the Goods are returned to us in accordance with the requirements in this cancellation clause below and if the order is click and collect subject to the terms in the click and collect clause. This clause does not affect your right to return faulty or miss-described goods. Without affecting your cancellation rights, you can cancel your order for Goods at no cost, at any time before we dispatch the Goods, or any time before the confirmed availability for collection time for click and collect orders.
Please note that no right of cancellation applies to Bespoke Goods that are commissioned to a particular specification on your request unless they are faulty.
To exercise your right of cancellation Goods must be returned to any IDS branch and you must provide us with details of the Goods ordered, your contact details and the reason for the cancellation. You may only return Goods to us during our branch opening hours, which are subject to change and each branch is subject to their own opening times.
Full refunds will only be issued when we have received the Goods back in a resalable condition. This means they should be in their original packaging, unused, and undamaged and with a copy of the invoice included. You must take reasonable care to ensure the Goods are not damaged in the meantime or in transit. If the Goods are damaged (or have been modified) by you or are damaged in transit in a way that you could have foreseen (such as not being sent back in the same or similar packaging as sent to you) we withhold the right to refuse any returns (or partial returns) that do not meet a good and sellable condition as described in this clause.
If you do not return the Goods as required under this clause, we may charge you a sum not exceeding our reasonable direct costs of recovering the goods and/or replacing any goods that are damaged.
If the Goods are faulty, we will refund the cost of standard delivery only, or use our own collection service to collect the items.
Once you have notified us that you are cancelling the contract and returned Goods in accordance with the above, we will refund or credit your account as soon as possible and no later than 14 days after receiving them back. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.